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Learn to work with Contact information |
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| Configuration > CRM Application > Contact Information |
Categories
Categories can be used to classify contacts according to their business role (e.g., customers or partners).
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| Rules | |
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Name Rules | Define the order in which the first, last, and middle name of the contact should be displayed or entered in the Summary and Data Entry page, as well as in searches, reports and dashboards. |
Persons Uniqueness Rules | Define the field or combination of fields which will be used to guarantee the uniqueness of a person's contact information. Uniqueness is validated when creating or updating contact information. E.g., (Last name and ID number) OR Social Security Number. |
Companies Uniqueness Rules | Define the field or combination of fields which will be used to guarantee the uniqueness of a company's contact information. Uniqueness is validated when creating or updating contact information. E.g., (Name and VAT number) OR VAT Number only. |
| Name Day Rules | Rules are used to assign a name day to contact information. Provide the date of the name day and all names which celebrate on that day, including name variations, separated by a comma. Once the rules are in place, execute the name day application process to assign the name day to the contact information of contacts that have a name day. |
Consent Settings Settings associated to requesting consent from customer to use and process their personal data, required to comply with GDPR. For more information on GDPR processes refer to Complying with GDPR | |
| Enable Contact Consent | Define whether the Contact Consent functionality should be enabled. If the functionality is enabled then you can control the actions allowed on a contact depending on the state of the consent which can be one of the following
The allowed actions which can be chosen depending on the state of the consent are the following:
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| Import Consent Form Automatically | Available only if Enable Contact Consent is selected Enable option to automatically attach the consent form to all contacts once they are created. If enabled select the form at Consent Form Attachment which should be already available in the Attachments Library |
| Require re-consent (Action on View Mode) | Action available only if 'Import Consent Form Automatically' is enabled. Use this action in cases where the consent form has been updated and contacts that already accepted the previous consent form, will have to re-consent. |
Anonymization Settings Settings associated to anonymizing data to comply with GDPR. For more information on GDPR processes refer to Complying with GDPR | |
| Enable Contact Anonymization | Define whether the Contact Anonymization functionality should be enabled. Contact Anonymization process If the functionality is enabled then the following settings provide extra checks before the anonymization takes place to safeguard against erroneous deletion/anonymization
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| Scheduling Settings | Enable the scheduling settings if you would like the anonymization process to also be executed in batch. (i.e. on top of the anonymization due to Consent Rejection or Withdrawal and anonymization action through Contact information page) The Logs of the executed runs will be displayed through the Batch Processes Admin Board |
Authorisation Settings | |
Define a default setting regarding whether direct or affiliate marketing material should be sent to new contacts. The default can be changed from the contact information Data Entry page. For a description on setting up and using authorization settings, refer to Contact notification preferences. | |
| Supported Preferences | |
Addresses - Emails - Phones - Relations | Define the types which are supported by the system. |
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Communicating contact information
Contact information details are used when communicating with customers from every module in the system. You can use tags (text that is automatically replaced by values specific to selected records) for all communications. Tags are available for selection by typing '#'.
Refer to the Communications manual for a complete list of contact information tags.
Anchor GDPR GDPR
Complying with GDPR
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In order to comply to General Data Protection Regulation (GDPR) as of May 2015 certain measures must be taken by organizations to protect every individual's rights to control how their personal information is collected and processed. The following tools are available in CRM.COM to ensure that the collection of personal data of your customers is done in a way that is accepted by GDPR.
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Contact Consent State
Each contact information has a state/status associated to their consent which is one of the following:
- Pending: Contact has not yet provided their consent
- Accepted: Contact has provided their consent
- Rejected: Contact has rejected the consent
- Withdrawn: A contact who previously provided their consent, withdraws it
Through the Consent Settings available in the Contact Information Definition, you can set up how data of contacts can be manipulated according to the state the consent is at, except the case where the contact has provided their consent (Accepted) in which case there are no restrictions or options to restrict it. In any other case the following options are available:
- Complete functionality: Indicates that the contacts and the actions applicable on them are fully functional.
- No functionality allowed: Indicates that no further actions can be applied on these contacts but they will exist as contacts in the system. (Only available for 'Rejected' and 'Withdrawn' states)
- Anonymize Contact: Indicates that contacts will be fully anonymized and no longer functional in any way (Only available for 'Rejected' and 'Withdrawn' states)
A contact's consent state (apart from Pending' which is the default state) can be captured in the system in 3 ways
- By using the dedicated action in the Contact information page Actions > Add Consent Form in which case the consent state can be selected and the consent form can also be uploaded
- By using links available in emails or SMS sent to the contacts through which the contact can either accept or reject the consent. For more information on using the Links refer to Communications
- Through a third part system such as a portal or mobile app which can make use of the associated WEB APIs
Contact Consent Form
A contact consent form can be attached on every contact through which their consent can be verified. The consent form can be individualized, for example, a scanned copy of a signed accepted consent form or a global consent form which is the same for all contacts and can be selected through the attachments library.
If the form is individualized then it can be added by using the dedicated action in the Contact information page Actions > Add Consent Form in which case a consent form can be uploaded or selected through the attachment's library (global). If however the consent form does not need to be individualized, then set the consent form in the Contact information Definition Consent Settings and the selected form will be automatically attached to all contacts
Requiring re-consent
Consent forms may be updated through the time thus it may be mandatory to require re-consent from the contacts. This is possible by using the action available in the Contact Information Definitions data entry page 'Require Re-Consent'. This is applicable only for contacts that have either accepted, rejected or pending consent state. Once the action is selected then the following information are updated
- Consent State: Pending
- Consent Updated Date: empty
- Consent Form: update it with the new attachment
The affected Contacts are then considered as "Pending Consent" and the respective functionality applied on the Contact Information Definitions is applied.
Anonymizing Data
Anonymization process is vital to GDPR compliance. Once a contact is anonymized then any CRM.COM functionality is not possible. In greater detail the following actions are no longer functional
- Updating or executing any action on the Contact Information
- Creating, updating or executing any action on the Contact's related Accounts
- Creating, updating or executing any action the entities (Service Requests, Activities, Jobs etc.) which are related either to the Contact Information or the related Accounts
- Executing any processes which are related either to the Contact Information or the related Accounts such as Provisioning Runs, Payment Gateway Runs etc.
- If any financial transaction is imported to the system and is related to an anonymized accounts receivable then it should be posted on the System's Suspense Account instead (available through Accounts Receivable Definitions)
A contact information can be anonymized in the following three ways:
- Through the dedicated action in the Contact Information data entry page (if the anonymization process is enabled in the Contact Information definition)
- Through the batch process that can be executed through the Contact Information Definitions
- Once the Contact rejects or withdraws consent and the Consent Settings of the Contact Information definition were configured so as to anonymize the contact
In order for the contact information to be anonymized a set of conditions must be met:
- The contact must not be a User, related to a group (internal or partner) or related to a unit (internal or partner)
- The contact does not own a non terminated subscription, relates to a pending job, activity, service request or lead
- The contact does not relate to a pending un-processed RBIs, or an un-posted Financial Transaction
- The conditions set in the Contact Information Definition Anonymization settings
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Check Appendix A for a full list of the data in CRM.COM that is anonymized once the process takes place. |
Exporting customer data
Information associated to each and every contact can be made available to them through a printout which optionally it can be sent to them through an email.
Communicating contact information
Communications can be created and sent to the contact information either manually or triggered by an event taking place in the system, such as the creation or the update of the contact information. You can use tags related to contact information (text that is automatically replaced by values specific to selected records) when creating communications. Tags are available for selection by typing '#'. Additionally dynamic links can be added to these communications (dynamic link communication tags) which enable the customer to either accept or deny consent to the usage of their personal data.
Refer to the Communications manual for a full description of how to use communications, a complete list of contact information communication tags as well as specific information on how to use dynamic links.
Keeping an Audit Trail
Audit trail of any action associated to the accessing of any record is now kept in the system along with the option to view a complete list of the audit log. Additionally reports are now available which display a list of the audit trail logs of a specific Contact Information and its related Entities (Accounts Receivable and Rewards Participant and another one to display the changes performed on a contact information by a specific user.
For more information on Audit Trail refer to Security Management
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Contacts can opt-in and out of communications regarding direct (in-house) and affiliate (partner) marketing campaigns. Contacts do not have the option to opt out of communications regarding financial matters, such as bills.
It is possible to override contact preferences, when it is imperative to communicate important information.
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